Please explain the agent-based workflow titled “Wrap-up and resolve incident.”

SotaT
Tera Contributor

4 weeks ago

When viewing the “Wrap-up and resolve incident” workflow in AI Agent Studio, I notice no triggers are configured.
Is invoking it via the Now Assist panel the best way to run this workflow?

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rpriyadarshy
Tera Guru

4 weeks ago

@SotaT 

 

For Testing you can do from - AI Agent Studio with with query to Trigger the "Wrap-up and resolve incident" Agentic Workflow - (Wrap up and Resolve Incident INC0000123 for me).

 

rpriyadarshy_0-1764768498022.png

 

 

Use the Wrap-up and resolve incident agentic workflow

In the agentic workflow record:
  1. Review the information in the Define key requirements screen (workflow description and list of steps field) and in the Add a preferred trigger screen, make any necessary updates, and then select  Save and Continue.
    Note: You can only edit the information in this record in the IT Service Management AI agent collection application scope.

 

  1. In the Select a UI display screen:
    1. Choose where you want the agentic workflow output to be displayed. Possible values:
      • Now Assist panel - NAP
      • Virtual Agent
      Note: You can use Now Assist panel to access the agentic workflow. When selected, the Now Assist panel icon can be accessed from the menu bar.
       
      1. Use the arrow next to it to add roles that can access the agentic workflow.
        Note: The itil role is added by default. Any role that you add in this field can use the Wrap-up and resolve incident agentic workflow. For example, from the Now Assist panel.
      2. Select  Save and test.

Regards

RP

 

 

warren_chan
ServiceNow Employee
ServiceNow Employee

3 weeks ago - last edited 3 weeks ago

Not specific to this Agentic Workflow, but we don't necessarily ship Triggers for each Agentic Workflow or AI Agent for several reasons:

 

1. The use case is expected to be manually invoked (Now Assist Panel / Now Assist for Virtual Agent), as previously mentioned.

2. It's a crowded condition space and sometimes multiple Agentic Workflows or AI Agents could reasonably match, so customers need to decide what works for them on a case-by-case basis.

3. Processes could be very specific for each customer or for each customer's line of business, and shipping a Trigger record just so people could delete/disable it as a first action isn't all that palatable.

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